Industry
Services KPIs
Pre-built KPI trees for Services. Each tree starts at a North Star metric and breaks down into the drivers and leading indicators your teams can act on.
KPI trees
Sales Pipeline Velocity
L0 · Pipeline Velocity · 10 metrics
See how opportunities, deal size, win rate and cycle length combine into revenue velocity.
Customer Support Efficiency
L0 · Cost per Resolved Ticket · 9 metrics
Balance cost per ticket and customer satisfaction through resolution speed and deflection.
EBITDA Margin Driver Tree
L0 · EBITDA Margin · 8 metrics
Trace EBITDA margin back to gross margin, operating expense discipline and working drivers.
Employee Retention & Engagement
L0 · Voluntary Turnover Rate · 7 metrics
Connect voluntary turnover to engagement, manager quality and time-to-productivity.
Improve NPS / CSAT
L0 · Net Promoter Score (NPS) · 9 metrics
Lift Net Promoter Score by fixing the moments that create detractors — from onboarding to support resolution.
Cost of Poor Quality (COPQ)
L0 · Cost of Poor Quality (COPQ) · 20 metrics
Expose the hidden cost of defects by decomposing COPQ into internal failure, external failure, appraisal and prevention costs.
Key Services metrics
| Metric | Formula | Type |
|---|---|---|
| Pipeline Velocity | (# Opps × Avg Deal Size × Win Rate) ÷ Sales Cycle Length | Lagging |
| Qualified Opportunities | # SQLs created | Leading |
| Win Rate | Won ÷ (Won + Lost) | Lagging |
| Average Deal Size | Σ Won ACV ÷ # Won | Lagging |
| Sales Cycle Length | Avg(close date − create date) | Lagging |
| Cost per Resolved Ticket | Total Support Cost ÷ Tickets Resolved | Lagging |
| First Contact Resolution (FCR) | Resolved on 1st Contact ÷ Total Resolved | Lagging |
| Logo Churn Rate | Churned Customers with Support Tickets ÷ Customers at Start | Lagging |
| Self-Service Deflection | Self-service sessions ÷ (sessions + tickets) | Leading |
| CSAT | Satisfied responses ÷ Total responses | Lagging |
| EBITDA Margin | EBITDA ÷ Revenue | Lagging |
| Gross Margin | (Revenue − COGS) ÷ Revenue | Lagging |
| OpEx as % of Revenue | Operating Expenses ÷ Revenue | Lagging |
| Voluntary Turnover Rate | Voluntary Exits ÷ Avg Headcount | Lagging |
| Employee Engagement (eNPS) | % Promoters − % Detractors | Leading |
| First-Year Attrition | Exits < 12 mo ÷ Hires | Lagging |
| Net Promoter Score (NPS) | % Promoters (9–10) − % Detractors (0–6) | Lagging |
| CSAT | Satisfied responses (4–5) ÷ Total responses | Lagging |
| Onboarding Success Rate | Customers at First Value by Day 30 ÷ New Customers | Leading |
| Detractor Follow-up Rate | Detractors Contacted within 48h ÷ Total Detractors | Leading |
| Cost of Poor Quality (COPQ) | Internal Failure + External Failure + Appraisal + Prevention Costs | Lagging |
| Internal Failure Costs | Scrap + Rework + Retest + Downtime from defects | Lagging |
| External Failure Costs | Warranty + Returns + Claims + Recalls | Lagging |
| Appraisal Costs | Inspection + Testing + Audit Costs | Lagging |
| Prevention Costs | Training + PM + Quality Planning + Supplier Qualification | Leading |
From library to execution
A KPI tree on paper is a plan. In KPI Fire it's a system.
Import any tree, assign metric owners, connect data, and launch improvement projects the moment a leading indicator drifts.
- Live scorecards & catchball
- Strategy deployment (Hoshin)
- Kaizen & project tracking
- Automated red/green alerts
- See KPI Fire in action